Virgin Media Community

[AlanJCarter1]

We had Broadband Installed 8 days ago under a new Virgin Package including Phone and TV.  The nework connection is very unstable - Virgin sent out a technician to fix it who did not have the skills or equipment to fix it and left without telling us what happens next. We urgently need a fix as we are running a web business and a community Zoom hub from our house.  The response to an on line complaint says they need 2 days to review it and up to 28 days to fix it.  This a nightmare - we rely on working internet and the have turned our previous old but working BT connection into a disaster that does not work. HOW can we get this fixed. 

[jbrennand]

If you are running a web business - that implies you are using the VM Business package - is that so?

If so this is a forum just for residential package queries/help.

Note that you can cancel the contract within 14 days of activation with no cost/charge to yourself and move to another supplier (reactivate your BT contract/equipment?)

[Z92]

I didn't think the 14 days cancellation cooling off policy applied to business contracts? As it was a consumer law?

Or am I mistaken?

[jbrennand]

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@Z92 wrote:

I didn't think the 14 days cancellation cooling off policy applied to business contracts? As it was a consumer law?

Or am I mistaken?

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Mmm... not sure - but there must be some "get out of jail" process for if the install proves unsuitable and not fit for their purpose.  Perhaps the `OP will know if they are on a Business contract?

[Martin_N]

Hi AlanJCarter1,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the broadband issue you're having. 

I have been able to locate your account. We do wish to help investigate this. 

What I will do is private message you so we can look into this. 

^Martin